How Customer Service Leaders are Thriving Alongside Artificial Intelligence

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AIThere is a reason why some people call artificially intelligent process automation the “Fourth Industrial Revolution”.

Back in the 19th century, the ability for machines to take over what used to be time-consuming manual tasks allowed for new economies to flourish on the international scale. This happened again in the period right before the First World War and yet again with the introduction of robotics in the latter half of the 20th century.

But now, cognitive process automation is on the verge of offering more to consumers and businesses than ever before.

The chatbot, which is one of today’s most popular and cost-effective artificially intelligent customer service tools available, is just the beginning of the story.

Artificial Intelligence Hand-in-Hand with Customer Service Excellence

Chatbots fulfill a variety of functions now and will continue to take up more customer service responsibilities as time goes on. Some of the most common uses for these tools include:

  • Getting quick answers during emergencies
  • Troubleshooting and resolving complaints
  • Getting detailed explanations on product-related topics
  • Making reservations or bookings
  • Paying bills
  • Adding customers to mailing lists or unsubscribing from them
  • Finding the properly qualified human customer service assistant

In fact, 37% of Americans would use a chatbot to get a quick answer during an emergency. The fact that chatbots are available 24/7 and guaranteed to respond immediately is a powerful incentive for users to rely on them.

The speed and reliability of these solutions make them far better-equipped to handle customer needs than the average call center.

But chatbots are just the beginning.

For now, they largely serve to add convenience to customer interactions. Instead of calling a customer service line to get a problem solved, many customers can interact with a chatbot to get their concerns instantly addressed.

But truly excellent customer service requires the ability to address complex customer needs in a way that is both helpful and on-brand. Cognitive assets can use robotic process automation and business rules management to represent customers in the business systems they model.

The Artificially Intelligent Customer Service Bot of the Future

By drawing on the success of the third industrial revolution – robotics – and seeing office-based business processes as sets of coherent standards and rules that chat bots can follow, it’s possible to create scalable automated customer service solutions.

This could allow small companies to search through reams of data, find patterns, and deliver value without human intervention. For example, creating customized loans or insurance policies according to highly variable individual data.

This frees customer service agents so they can do what they do best – use their interpersonal skills to offer advice and diplomatic consulting to individuals. A well-equipped artificially intelligence program can take care of the rest and use the data it gathers to inform future decisions.

Are you ready to turn your chatbot or voice AI idea into a serious business? Our Experts are ready to help.

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